I ordered Cover-More Travel Insurance - why did I get sent a MasterCard? Show content
When you purchase a Cover-More Travel Insurance policy through Key to the World, you are sent a Key to the World card showing medical assistance details, that also doubles as a prepaid Key to the World Currency Card. Activating the prepaid currency card is optional. You can choose to activate it and load funds onto it or simply keep it handy to use the medical assistance numbers listed on the card should you need.
Can my partner or someone else share my Key to the World login? Show content
No, your Key to the World account is in your name and should only be used by you. Your partner or travel companions are encouraged to apply for their own Key to the World travel essentials products and make use of their own account.
Does Key to the World cost me anything? Show content
Key to the World registration and use of your Key to the World account is free, however each travel essentials product has costs associated with it. Please ensure you read the product disclosure statements on each of your products so you are aware of fees or charges and other applicable terms.
How safe is my information in Key to the World? Show content
Your trust is important to us, so we ensure your personal information is protected. We encrypt your data and use firewalls, intrusion detection systems and virus scanning tools along with mandatory secure passwords and security questions.
Do I have to be online to use Key to the World? Show content
Yes, to use your Key to the World you must be connected to the internet on your smart phone, tablet or computer.
I want more information, can I call you? Show content
You can contact Key to the World at any time by phoning 136 195
I’m locked out of my Key to the World, how do I get back in? Show content
If you have forgotten your password, you can reset it at the log in page here.
Can you use Key to the World if you are under 18? Show content
Yes, you can use Key to the World if you are under 18. It’s advised a parent or guardian calls Key to the World to help you organise your travel essential products.
Cover-More Travel Insurance
Can you cover me for snow skiing/snowboarding? Show content
Yes. You can add cover for snow skiing and snowboarding for an extra premium. Get a quote online or speak to your travel consultant. Please be aware there is no cover if you are:
- Snow skiing or snowboarding off-piste
- Participating in a professional capacity
How many accompanied children are allowed to travel with me on a policy? Show content
For each adult purchasing an International or Domestic plan, there is no limit to the number of accompanied children you can add to your policy as long as they’re your own children or grandchildren, under 21 years of age and not employed full-time.
On the Domestic Cancellation plan, each person (adult or child) must have their own policy if they want cover.
Will I be covered for a sporting or racing event overseas? Show content
Cover-More Travel Insurance offers cover for many different types of sporting activities as long as the activity is not undertaken in a professional capacity and not listed in the General Exclusions section of the PDS. There is no cover for participation in any races other than on foot (i.e. walking or running).
Can I buy Cover-More Travel Insurance for a one-way trip? Show content
Yes. Depending on your age, the Options or Essentials plans cover trips up to 12 months duration in an ‘Area 1’ destination (Worldwide which includes the USA/Canada/Africa) and trips up to 18 months duration for all other destinations.
I’m going overseas for a year. Can I get cover? Show content
In most cases, yes. Depending on your age and where you are travelling to, Cover-More Travel Insurance policies allows you to stay away for a maximum of 12 or 18 months.
What if I am travelling with an expensive item that is worth more than the specified policy limit? Show content
You can add a specific item to your policy when you get a quote online or speak to your travel consultant. If you have already purchased a policy, you can call Cover-More Customer Service and add the item to your existing policy for a small premium. Should you need to make a claim, you’ll be required to provide receipts or valuations (less than 12 months old) for these items.
Am I covered for an existing medical condition? Show content
Options and Travelsure policies automatically cover some existing medical conditions with no additional premium required. Please see the Product Disclosure Statement for details. If you meet the criteria for automatic cover for one of these medical conditions, you can check ‘No’ existing medical conditions when you complete the purchase form.
All other existing medical conditions will require you to call Cover-More on 1300 72 88 22 for a quote and a quick assessment over the phone and, if approved, an additional premium will apply. Some conditions cannot be covered. If you are calling Cover-More, be sure to mention ‘Key to the World’ in order to be able to set up your Key to the World online account and enjoy the benefits.
Are there any restrictions relating to the cover for dental expenses overseas? Show content
Yes. The policy covers emergency dental treatment however it doesn’t cover dental treatment caused by or related to the deterioration and/or decay of teeth or associated tissue or involving the use of precious metals.
Will the policy continue to cover medical or dental expenses in Australia, incurred after an event that happened when I was travelling overseas? Show content
No. The policy does not cover any medical or dental expenses in Australia.
What do I do if my luggage is delayed by an airline or transport provider? Show content
If a transport provider overseas delays all pieces of your checked luggage for more than 24 hours, you can claim for the purchase of essential items of clothing and toiletries. These limits are:
- Options: Up to $500 for delays in excess of 24 hours and another $500 for delays in excess of 72 hours
- Travelsure: Up to $375 for delays in excess of 24 hours and another $375 for delays in excess of 72 hours
How long do I have to submit my claim? Show content
You need to submit your claim as soon as possible and within 60 days of the return date shown on your Certificate of Insurance.
If it’s outside the 60 day time frame please include a letter or note with your claim explaining the reason for the delay.
If it’s still within the 60 day time frame but you think it’ll take you longer to submit your claim, please contact the Claims Team on 1300 36 26 44 to let them know.
If you believe you’ll exceed the time frame because you are waiting for documentation relevant to your claim, you’re welcome to submit your claim in the meantime.
Can I submit my claim when I get home? Show content
Yes. You can submit your claim within 60 days of the return date shown on your Certificate of Insurance.
Please ensure you obtain any relevant supporting documentation with the overseas or relevant authorities.
You can also submit your claim online while you’re overseas while the details are still fresh and add to it when you get home.
I want to make a claim but I don’t have all the supporting documentation. What do I do? Show content
You can still submit your claim but you’ll need to include a letter outlining why you aren’t able to obtain the necessary documents. A Claims Officer will assess your claim and advise if there are any other documents that can be accepted instead.
Do I need to mail my supporting documents to you? Show content
There are three ways to submit your supporting documents: claim online and you can scan them and add them to your claim, fax them or post them. Please be aware that while you don’t have to send the original documents, you may be asked to submit them at a later date so ensure you file them.
Can a friend or family member speak to you regarding my claim while I am still overseas? Show content
Yes. If you want someone to act on your behalf, contact Cover-More first and provide them with that person’s name and give permission for the matter to be discussed with that person.
Can I call to see how my claim is progressing? Show content
You will hear back about your claim within 10 working days from the time your claim is received. Please do not call before the 10 working day period has elapsed, as your claim will still be being assessed.
Key to the World Currency Card
How soon will I receive my Currency Card? Show content
Your personalised Currency Card will arrive within 14 days of you ordering it.
If you are departing within 14 days you will not be able to order a card online, so we suggest you visit your nearest Travel Money Oz store to get a non personalised card on the spot. These are also available at participating Flight Centre stores (Melbourne, Sydney and Brisbane Airports only).
Can someone under the age of 18 get a Currency Card? Show content
Yes, you can get a Currency Card if you are under 18. You will however, need to complete your identity verification in person at your nearest Flight Centre, Student Flights, Escape Travel, Cruiseabout, My Adventure Store, Travel Associates or Travel Money Oz store.
What currencies can I load onto my card? Show content
You can load up to 10 currencies on your Currency Card which are: Australian Dollars, US Dollars, Euros, Great British Pounds, New Zealand Dollars, Thai Baht, Canadian Dollars, Hong Kong Dollars, Japanese Yen and Singapore Dollars. You can also transfer between these currencies easily within your Key to the World.
If I load funds onto the Key to the World Currency Card, who holds those funds, and are they safe? Show content
Heritage Bank Limited is the issuer of Key to the World Currency Card and cardholders’ contractual relationship in relation to the Currency Card is with Heritage Bank Limited rather than Flight Centre Travel Group or its brands.
Funds are held by Heritage Bank Limited and Key to the World Currency Card cardholders are not financially exposed to Flight Centre Travel Group. Under the MasterCard rules, Heritage Bank Limited is responsible for settlement of all legitimate cardholder transactions.
How long does it take for my funds to be loaded onto my card? Show content
Funds loaded from a debit or credit card should appear in your account almost immediately. If using BPAY, it may take up 2-3 business days.
Note when loading via BPAY, the exchange rate you will receive is that of the day your BPAY payment is processed, which may not be the same day you make payment.
Can I get a second card for my partner? Show content
You can only have one Currency Card per account, so unfortunately no. Currency Cards are completely free to order and set up though, so it’s a good idea for each member of your travelling party to have their own.
What if I forget my PIN? Show content
You can reveal your PIN by logging into your Key to the World Account. Go to ‘Manage My Card’ and then ‘Reveal my PIN’, and answer the security questions correctly.
You can also call Card Services 24 x 7 on 1800 098 231, and follow the prompts.
Are there any countries my Currency Card won’t work in? Show content
Iran, North Korea, Sudan, Syria and Crimea are affected by sanctions, which means your Currency Card will be declined in these areas.
Why are there limits on how much I can withdraw and spend each day? Show content
Spending limits are purely a security measure to ensure that, if your card falls into the wrong hands, large transactions will not be processed. In saying that, the limits are set high enough that they seldom impact regular travel spending.
What do I do if an overseas vendor asks if I want to pay in AUD? Show content
Always insist on paying in the local currency if it’s loaded on your Currency Card. In some situations, ATMs and retailers may offer ‘Dynamic Currency Conversion’ (payment in your home currency). This however, simply allows them to dictate their own exchange rate and may result in you being charged fees associated with a foreign transaction.
What is the maximum amount I can use contactless payment for? Show content
In most cases, contactless payment can be made for purchases up to the equivalent of $100 Australian Dollars. Transaction limits for contactless transactions may change from time to time.
For transactions above the limit, additional authorisation is required. Different transaction limits apply in different countries.
How do I change my card’s default currency? Show content
Setting your card’s default currency is simple and can be done online through your Key to the World. Under your Currency Card page, click ‘Manage my card’ and follow the prompts.
Why are there extra ATM fees on my statement? Show content
The owners of the ATM will often charge a fee for providing the service. In many countries, ATMs must declare what the fee will be and ask you to accept before the transaction is processed.
If an ATM has a particularly high fee, try using a different one, as fees do vary.
Cover-More Global SIM
How much is a Global SIM? Show content
A Global SIM is free with an eligible Cover-More Travel Insurance policy or just $19 otherwise. This does not include credit.
How much does it cost to phone, text and use data while overseas? Show content
Global Rates vary from country to country. Use the quote tool here to see the rates the countries you are travelling to.
How will I know if my phone will be compatible with Global SIM? Show content
Global SIM cards are a multi-fit size, so it will fit every phone on the market. You should, however, make sure your phone model is compatible with the country you are travelling to, as communication frequencies can differ. This should only be a concern if you are using an older or basic model of phone and is particularly something to be aware of if travelling to the US, Japan or South Korea.
If you are unsure about phone model frequencies, call the Customer Service line on 1300 815 505 within Australia or +61 2 9003 9587 from overseas, and we will check it for you.
Will my Global SIM work on my iPad? Show content
Yes, please follow the instructions on our Getting Started page.
I am travelling with family and want to stay connected - can I have more than one Global SIM? Show content
Yes, you can have up to 5 active prepaid SIMs under your name (including any active prepaid services from other providers you already have). You can order additional Global SIMs for $19 each in your Key to the World and manage up to 5 Global SIMs from your online account.
How do friends and family call and text my Global SIM? Show content
Your Global SIM comes with a UK based phone number you can share with them. They should save the complete number with international code that will start with +44. If they are dialling from a landline please ensure you let them know to dial the exit code 0011 before entering your phone number.
It’s important to note that they will be making international texts and calls when contacting you and these will be subject to their own phone carrier’s rates.
What does it mean to ‘unlock’ my device? Show content
If your phone or tablet was purchased overseas or from a carrier directly, your carrier may have it programmed so that it will only work on their network. This means it will not work with a Global SIM.
You can easily unlock your device by calling your carrier and requesting them to unlock your device. Unlocking may take up to 24 hours. Note that some carriers may charge a fee to unlock your device, in certain circumstances.
How do I add more credit? Show content
You can add credit at any time online by logging into your Key to the World. Alternatively, you can add credit from the phone with your Global SIM inserted by dialling *521# when connected to a network.
What is a ‘Data Pack’? Show content
If you are likely to use a lot of data while you travel, buying a Data Pack is a cost effective solution. You can choose how much data you’d like and enjoy using it for the internet and your favourite apps such as maps and social media.
Which Data Pack zone will the country I am travelling to fall under? Show content
Please note that these zones do change and you should refer back to this list when purchasing new data packs.
Australia, Austria, Belgium, Bulgaria, Brazil, Cyprus, Czech Republic, Germany, Denmark, Dominican Republic, Ecuador, Spain, Estonia, Finland, France, United Kingdom, Guadeloupe/St. Barts/St. Martin, Greece, Croatia, Hungary, Indonesia, Ireland, Iceland, Italy, Korea South, Liechtenstein, Lithuania, Luxembourg, Latvia, Malta, Netherlands, Norway, Poland, Portugal Reunion, Romania, Slovakia, Slovenia, Sweden, Chad, Turkey, United States.
United Arab Emirates, Canada, Switzerland, Chile, China, Costa Rica, Guatemala, Hong Kong, Honduras, Israel, Japan, Sri Lanka, Lesotho, Mexico, Malaysia, Nicaragua, Peru, Russia, Saudi Arabia, Thailand, Taiwan, Uruguay.
Argentina, Colombia, Egypt, India, Panama, Philippines, Singapore, Ukraine.
I have received my Global SIM, what do I do now? Show content
Once you have received your Global SIM you need to activate it by logging in to your Key to the World account at my.keytotheworld.com.au/global-sim. Activate your SIM by adding credit or a data pack
Don't forget to check rates for the country you are visiting to ensure you have loaded enough credit. You can view rates, coverage and data pack pricing here.
Note: your Global SIM is not activated until you add credit or a data pack.
For full instructions on setting up your Global SIM view and download our Quick Start Guide.
If you need any assistance with setting up or using your Global SIM watch our tutorial videos, or call us on 1300 815 505 within Australia or +61 2 9003 9587 from overseas.
When should I activate my Global SIM? Show content
It’s recommended you activate your Global SIM before you depart so that you can set it up and get used to its features. For instructions on getting started, please click here.
How long can I use my Global SIM for? Show content
Your Global SIM will stay active so long as you continue to use it. If it’s been unused for 90 days, it will deactivate and any remaining credit will expire. You will receive a warning email 5 days before it is deactivated.
Why is my balance reducing when I am not making any calls or texts? Show content
You may have apps running in the background that are using data by doing tasks such as fetching emails or giving you notifications. Depending on how much data it’s using, you might want to turn off each individual app’s settings or simply turn off Data Roaming entirely unless you’re using it.
To turn off Data Roaming:
Settings > Cellular/Mobile > Data Roaming: OFF
Settings > Wireless and Networks > Mobile Networks > Data Roaming: OFF
Settings > Mobile Network / Connectivity > Data Roaming: OFF
If you are using an iPhone your iMessage and FaceTime may send a background SMS to re-connect to the server. You may find an SMS charge for this in your usage. You can avoid this charge by switching iMessage and FaceTime off in your settings.
What do I do if I’m having troubles calling or texting? Show content
The general rule of problem solving for your Cover-More Global SIM is:
- Check the phone number is in the correct format: + (country code) (area code without 0) (phone number)
- Try connecting to a different network, as explained here
- Try turning your device off and back on again
If you are still having issues, check for any hardware problems with your phone or other device or contact Cover-More Global SIM on 1300 815 505 within Australia or +61 2 9003 9587 from overseas.
How do I turn notifications OFF my phone? Show content
You may want to turn notifications off on some of your apps as they are known to use data in the background without you using it directly. This may drain your data usage and you may notice data charges even when you are not online.
Settings > Notifications > Choose which apps
Settings > More > Applications Manager > Choose which apps
How do I make a complaint? Show content
We strive to solve your complaint in a fair, efficient, objective manner and through a transparent process. Please contact our Customer Service line on 1300 815 505 within Australia or +61 2 9003 9587 from overseas to assist you with your complaint.
However, if you feel we are unable to solve your complaint in a satisfactory manner please check our Complaint Handling Process.
What types of travel itinerary items can be viewed in Key to the World? Show content
Key to the World integrates with your participating travel agent’s records to help you organise your travel details simply and easily.
If you have booked international travel through a participating travel agent then the following items will be pre-loaded into Key to the World for you:
- International flights
- Domestic flights on an international booking
- Car Hire
- Coach tours
In addition you can add a wide range of itinerary items which were booked directly with suppliers or via other parties by emailing them to firstname.lastname@example.org.
Key to the World can support confirmation emails from many different travel booking websites, hundreds of airlines, hotels and accommodation suppliers, rental car companies, railways, airport shuttles and hundreds of travel agencies, dozens of cruise lines, and business travel, event and activity planning sites internationally.
If I have not booked any travel items through a Flight Centre, Student Flights, My Adventure Store, Cruiseabout, Escape Travel or Travel Associates store can I still use Key to the World Itinerary? Show content
In order to register a Key to the World account you must have booked international travel from any Flight Centre, Student Flights, My Adventure Store, Cruiseabout, Escape Travel or Travel Associates store, or have purchased a Key to the World product (Travel Insurance, Currency Card or Global SIM) from the Key to the World website, from one of these brands, or from a Travel Money Oz store.
If my flight times change, will they be updated in my itinerary? Show content
When your flight times change, this should update automatically in your itinerary. However, while we make reasonable efforts to ensure that your Key to the World itinerary information is accurate and up-to-date, we cannot guarantee it. It’s important you still monitor any changes sent to you from airlines or other booking offices and send through your updated booking details to keep your itinerary up-to-date, and check with your travel provider to confirm your itinerary details before travelling.
How do I add new items which were not booked through my Travel Consultant to my itinerary in my Key to the World? Show content
With Key to the World, you can get all your travel details in one place.
Adding extra events to your itinerary is simple. All you need to do is ‘forward’ your additional booking confirmation from your email to email@example.com.
Key to the World uses a tool to read those itinerary items and organise them by date into your travel itinerary, so that you can store and view your entire trip, in one place.
Note: You must email these items from the same email address that you used to register your Key to the World account.
I use a Travel Consultant and my travel bookings have changed a lot since I first downloaded Key to the World or registered online. Is Key to the World up to date? Show content
While we make reasonable efforts to ensure that your Key to the World itinerary information is accurate and up-to-date, we cannot guarantee it. You should check with the relevant travel provider to confirm accurate itinerary details before travelling.
As long as changes were made by your participating Flight Centre, Student Flights, My Adventure Store, Cruiseabout, Escape Travel or Travel Associates Travel Consultant, Key to the World should check your booking details and update your itinerary items each time you log in. Please contact your travel agent if you think the relevant bookings in the Key to the World Itinerary are not up to date, as they may need to update their booking records for you.
The above only applies to flight bookings made through Flight Centre and the relevant brands. Any travel bookings that you have added to Key to the World yourself will not be updated.
In addition, a stored version of your itinerary will be accessible via the mobile application without requiring you to log in, and when your mobile device is not connected to the internet. This is to enable you to view your itinerary while you are travelling. However, please be aware that this stored version of your Key to the World itinerary will not update to reflect any changes since it was last downloaded. Please ensure that you confirm your itinerary information with the travel provider.
I cancelled some of my plans – can I delete an itinerary item? Show content
No, in this initial version of Key to the World, you cannot delete events from your itinerary using Key to the World.
If you have cancelled a booking made through a participating travel agent, then Key to the World will delete this item the next time you log in. We will assess this functionality along with other enhancements to Key to the World in future releases.
Can I use Key to the World to cancel or amend my travel bookings? Show content
No. Key to the World only displays booked items. You must contact your travel agent or supplier directly in order to amend or cancel your booking.
Do I need to download and use the Key to the World App to use Key to the World Itinerary? Show content
No, you do not need to use the App, Key to the World Itinerary is also accessible through logging into Key to the World on your PC, tablet or mobile phone.
How do I get started using Key to the World Itinerary? Show content
If you have booked travel through from any Flight Centre, Student Flights, My Adventure Store, Cruiseabout, Escape Travel or Travel Associates store, your booked travel items will be pre-loaded for you. The first step is to register for Key to the World either online on this website, or by downloading the Key to the World App from the App Store or Google Play.
Can I see my itinerary if I am offline? Show content
Yes, your itinerary will be viewable when you are offline.
However, please be aware that this stored version of your Key to the World itinerary will not update to reflect any changes since it was last downloaded. Please ensure that you confirm your itinerary information with the travel provider.
Are there any fees or charges to use Key to the World Itinerary? Show content
No. Key to the World is a free service exclusively available to customers of from any Flight Centre, Student Flights, My Adventure Store, Cruiseabout, Escape Travel, Travel Associates and Travel Money Oz who have purchased international flights or participating products.
If you choose to purchase a Key to the World Currency Card, International Travel Insurance or a Cover-More Global SIM through Key to the World, then fees and charges may apply.